1. We only ship to addresses in South Africa. International customers: IF you are willing to organise collection with international couriers (e.g. UPS), please contact us via e-mail for an invoice in ZAR or USD.

2. After checking out an order, you will immediately receive an e-mail message with our banking details. Orders will not be dispatched until proof of payment (sent from your bank) is received. Please note that a screenshot is not considered as a valid proof of payment!

3. An invoice can be printed from the Order Confirmation page (which will also display your Order Number). You can also print the invoice at any time from the My Account page (after you have logged in).

4. IF YOU DO NOT RECEIVE A WELCOME MESSAGE OR ORDER CONFIRMATION MESSAGE WITHIN A FEW MINUTES FROM US, PLEASE CHECK THE JUNK MAIL FOLDER ON YOUR E-MAIL! (Note: Web-based email addresses e.g. Gmail do not generally have severe filtering issues).

5. 95% of orders are sent out on the same day if proof of payment is received by 12:00. However, we reserve the right to wait until the payment is cleared.

6. Courier delivery times are generally 1-2 working days within Gauteng, 1-3 working days to major cities e.g. Cape Town, Durban, Bloemfontein etc.
Parcels to other destinations may take 2-4 working days.

7. Delivery to some remote towns, high risk areas and some farms will have a surcharge which may only be added after we receive your order.

8. Once you have products added to a shopping cart, you can select the ‘Estimate Shipping’ button to get a quote on the available shipping methods. (You will have to supply a street postal code if you are not logged in).

8. The ‘weight’ of a product refers to volumetric weight including suitable packaging (e.g. bubble wrap for glassware) and not the actual weight. Total ‘weight’ is calculated for every order which will determine the delivery fee category automatically.

9. PLEASE NOTE! When using a cash deposit at an FNB branch to pay for your order, a cash deposit fee will be applicable. Please enquire at the bank teller and ADD this amount to your deposit. If the cash deposit fee is not received, your order will not be dispatched until the outstanding account is paid. Cash payments at an FNB ATM is free of charge.

10. IMPORTANT! You will be liable for billable mistakes made in supplying your correct ADDRESS and STREET POSTAL CODE!

11. ONLINE ORDERING ETIQUETTE. If you decide to no longer proceed with your order, PLEASE let us know immediately. Products are reserved and packaged upon ordering and cannot be sold to other customers until we receive your cancellation request! If you do not reply to our e-mail requests, your order will be deleted after about 1 week. Repeat offenders may also be banned from future ordering at the online store.

12. If payment is delayed on an order for a period of more than 10 working days, the order will be converted to a price estimate. You will have to notify us should you want to proceed with payment so that a new invoice can be prepared. (Products are not reserved for estimates and may not be available at the time of ordering).

13. We will supply a tracking number for your order. We will also follow up on deliveries should it not be delivered within the stated time. Please contact us via phone, e-mail or the website with any questions.

14. Please note that courier companies generally do not call you before the delivery, but will call you if there are problems with the delivery. Most ‘late deliveries’ are caused by the receiver not being available or incomplete addresses. Your tracking number will be available on your order profile after the status has been updated to ‘Couriered’. You can then call 0861 203 203 to arrange delivery.

15. For undeliverable parcels you can use the tracking number (see #13 above) to contact the courier company and make arrangements for delivery.

16. At Experilab we believe that the recycling and re-use of packaging material is an important method to care for the environment. In addition, it saves our customers the added cost of new packaging material. You will therefore receive your products wrapped in mostly re-used packaging. (We will still take great care to ensure that your products arrive safely). If you require only new packaging to be used, please mention this in your order comments.